Lebara Customer Service

On 27 August I moved to Lebara from Three (because of poor signal in my area) and ported the first number successfully. I then ordered a second SIM for my husband and got a message a few days later to say the port-in of the second number had also been successful but then the problems started. For a period neither SIM worked. The story is long and convoluted so I won't bore with the detail, but in brief: I have had 3 number changes (all wrong), my original ported-in number "deactivated" so therefore now defunct, 11 lengthy phone calls to "customer service" (resolving nothing but complicating matters further), 3 lengthy emails to "Care at Lebara" (no reply to any), 3 escalations to "Complaints" (ditto, no reply). Despite agreeing they had made multiple errors, at no stage was any operator willing to comply with my multiple requests to transfer me to someone senior who could help me. 18 days later, today's call to the "help-line" determined that: my original number and the SIM card I ported it to are both now deactivated; my other number finally ported to the other SIM but the 2 plans switched so I am on a smaller plan than the one I signed up to; neither offer is now available to "new" customers and the price for the same plan if I switch now around 3 times the cost I have agreed to. This website, along with other comparison websites recommends Lebara, and the headline price is certainly the cheapest around. However, in my experience the customer service is non-existent, and if you have problems, Heaven help you. Lebara won't.  BEWARE!!


  • jimjames
    jimjames Posts: 17,676 Forumite
    Photogenic Name Dropper First Anniversary First Post
    Both my port ins to Lebara worked fine. Been using the SIM/phone in EU for roaming and it's worked perfectly there too. There may be issues with customer services as they've taken on so many customers but if it's all working smoothly then I've had no need to contact them.
    Remember the saying: if it looks too good to be true it almost certainly is.
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